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hello
i write to the support the 6th august for a bug via the button on the games
i receive automaticly the mail
after 48hours i receive an other mail vhich ask precisions about my problem
i gives details
the alone answers received is " it 's impossible"
no very serious answers and a survey of satisfaction of the support
nothing else
i wish a real solution for my ^problrm i give my support ticket #702455
sorry for my poor english
no answer?
Hello,
It looks like you've had an extensive conversation with one of our support folks. Unfortunately, I don't speak/read your native language, so I can't comment on what has taken place. :(
-jpaw
i m sorry but it' s impossible it's not for me an answer
i loose 1300 diamonds more of 500 000 coins
barn capacity was 1350 back at 600
silo 1300 capacity back 650
i loose ticket product animals ...
my progression loose 3 levels i need to rebuy cofee shop
for you it's impossible for me is the reality
ten days after i remake the levels and a part of capacity
your support is not really serious
and i m not a lawyer !!!
This seems pretty straight forward to me. Sill, I don't know if this is going to help in any way, but I'm going to try and see if I can word this in a way that gives JPaw something to take back to Customer Service to help them look further into this. Let's see if I can get this right:
i loose 1300 diamonds more of 500 000 coins = I lost 1300 of the diamonds I had accumulated and 500,000 of my earned coins.
barn capacity was 1350 back at 600 = My barn capacity was reduced from 1350 to 600.
silo 1300 capacity back 650 = My silo capacity was reduced from 1300 to 650.
i loose ticket product animals ... = Sorry, I don't understand this. Did you also lose some of your vouchers, products, and animals as well?
my progression loose 3 levels i need to rebuy cofee shop = I lost 3 levels and had to rebuy the coffee shop that I'd already purchased.
for you it's impossible for me is the reality = Customer Support's response was that it is impossible for this to have happened but it did. I'm not imagining it.
ten days after i remake the levels and a part of capacity = It's taken me 10 days to climb back the 3 levels that I lost but I've only been able to gain back part of the barn and silo capacity that was lost.
your support is not really serious
and i m not a lawyer !!! = I can't believe that Customer Support seriously expects me to accept "that's impossible" as an answer rather than investigating what actually happened or at least communicating with me further on this in layman's terms that I can understand.
That's the best I can come up with for both you and Jpaw. If I have this correct, or mostly correct, JPaw may be able to take it back to Customer Support so they can better understand what happened and have a basis to investigate.
It sounds as if your game suddenly reset to a lower level and you lost EVERYTHING that was earned while climbing those three lost levels...diamonds, coins, products, vouchers, animals, etc.
I've seen many folks complain of having lost their farms and being reset to level 1, but this is the first time I've seen someone who lost a specific amount of levels and all associated gains rather than the whole farm.
I do hope this attempt helps you and Customer Service in some way.
Oh cricks3 that answer/explanation was outstanding. I get it that Jpaw may not understand the op's native language but it was in English. It's another non-answer to a problem for the op that should have been taken care of by now. Good luck to angerenoir.
I'm open to criticism, but the first post of this thread did not have any details about the actual issue and all of the e-mail correspondence was in another language.
I am following up with our support team on your issue, angerenoir.
Quote:
Originally Posted by Bestajunior
Thank you for the compliment at my attempt to reword this into something more coherent for English speakers, both reading on this forum (so others experiencing the same issue will recognize it) and for JPaw or those in SC's Customer Support office (who probably speak Finnish as their first language considering SuperCell is located in Finland).Quote:
Originally Posted by Bestajunior
However, I believe what JPaw was referring to may be the actual in-game ticket, which sounds like it might have been written in angerenoir's native language, whatever that may be. The various languages of the players and required translations must make solving issues even more complicated.
I am with you in wishing angerenoir the best of luck in getting this perplexing issue resolved.
My apologizes Jpaw. I was wrong. Sorry.
thanks Jpaw
i wish you find solution for me
and if you need more information ask me
i try with my poor english to give you what you need
some news for me?
since the 6th august i wait real answer
why do you give me back all my loose?
I spoke to the person who worked on this ticket. It appears they were able to locate another account that had the levels, coins and so on that you lost. In other words, you're playing on a different account right now than the one you thought you had lost.
However, there may have been some miscommunication and we were under the impression it wasn't acceptable to transfer access to this account. If you'd like to follow up on this offer, please reply to the latest ticket you had opened and we'll continue down this road.
-jpaw
the problem is i have just 1 account not more
and i say that on ticket since the beginning
and for the ticket your team (norma) close it because she says "it's impossible i close this ticket"
i write again on this but no answer since the 19th
i rewrite to the support as you tell me
3 days after no answer too
it's very difficult to have real solution for a bug
i need to write to itunes or facebook to signal the app for have une real solution?
support is in holiday?
no answer since friday !!!
here supercell manager says contact support and support don't answer !!!
stop to play with meplease and give me real solution please
I'm not that tech-savvy, but for those at Hay Day who are, instead of allowing this to become so drawn out, and for the sake of public relations, if you have the computer know-how, just restore what this person is asking for. They are specific in what they lost, not just tossing numbers and items out there.
Personally, I think the game Hay Day has been created by some genius people. The thought and detail put into this game, the graphics, sounds, beauty...all of it, just wonderful! I'm continually amazed!
Now with that having been said, ehh...customer service and public relations is rather lacking. I realize that you receive a lot of requests and issues daily, but many are on the same issues, over and over, and yet, it sure seems like from the players' point of view that Hay Day customer service builds a fairly good brick wall and is unresponsive, rather than being quick to fix problems.
Holding on so tightly to all those lost diamonds through player error may make you some profit, but the frustration and sense of unfairness grows amongst the players. You create this stunning game and then pelt the players when they make errors, ignore requests, present features and updates that hold huge promise, but many times, really fall flat.
I honestly do not understand the disparity, wonderful and irritating at the same time.
I just happened upon this post, as I was looking on here for something else; but this post is a great representation of a much bigger problem overall. It makes me think of the long-ago TV show, The 3 Stooges. Things start off seemingly normal, and then it becomes a zoo.
If the computer program is capable of making these changes and repairs to customer accounts, why do you choose not to? And if it isn't, then say it, rather than being silent, or responding with "fluff."
jemmi
hi everybody
Players i want for you you don't have bug on the game
support is very bad and for us you re lawyer and nothing are made for you !!!
i explain and you ll understand
the 6th august i loose 1300 diamonds 3 levels more of 500000 coins animals ticket barn and silo capacity( 1350 i return at 600) products ...
i write to the support
after a long very long time i receive a first answer as i play on another farm another account
i answer is impossible i have just 1 account and the disposition of my farm don't move
2nd answer of the support "it's impossible " and i receive an satisfaction survey
but i continue to write support and no answer also i open the post here
here Jpaw says me write the support and after 5 days i receive a answer
the end of bugs and reparations???
and no !!! support says again it's impossible to loose levels and they can make nothing...
for your information since the beginning of the problem i win 9 level but diamond and the rest is not re win
and i ask for that at the support
and the answer is you can't prouve that the support make nothing!!!
sorry for my poor english
Have you changed you iPhone/iPad/iPod Touch ? Did you restore an earlier backup on your device ?
What account do you refer to ? GameCenter account ? Facebook account ? Have you changed your GameCenter password or Facebook password before losing the game ?
Beside the game, has anything changed in your device ?
nothing change just i was ejected of the game and when i come back the result is here
This is weird, very weird. I hope Supercell will give you back your diamonds and barn capacity.
To Supercell, you should have record on how one player has spent their diamonds. That way you can track if something has changed the number of diamonds purchased. 1300 cannot be spent in one tap accidentally.
they said no
they re stolen
angerenoir,
Write in your native language, and it can be translated to English.
Hi,
I am so sorry to hear that your experiencing this problem- however- SC Support has been working with you to try to clear up your issue. They do have logs of all accounts and have relayed to you the steps needed to fix this issue- as JPAW posted previously in this thread -
Please reply to your support ticket email if you'd like to switch back to your first account. I am going to close this thread though- as we've given you all the help on the forum that can be offered. If you have additional questions on how to reply back to your ongoing support ticket- just send me a private message by clicking on my name in green on the left side of your screen and then selecting "Private Message".Quote:
Originally Posted by JPAW[Supercell]
Kendra